Technical Customer Care Specialist II - Inventory Support and Problem Solving for Cox Automotive's Internal and External Customers
Join the Cox Automotive Team as a Technical Customer Care Specialist II
Cox Automotive is a leading provider of automotive services and technology, operating at the intersection of the automotive and technology industries. Our company is built on a foundation of innovation, customer satisfaction, and teamwork. We are seeking a highly skilled and motivated Technical Customer Care Specialist II to join our team, providing technical support for inventory-related processes and customer support issues for internal and external customers.
About the Role
As a Technical Customer Care Specialist II, you will play a critical role in ensuring the quality of data on Autotrader.com and corresponding Cox Automotive sites. You will provide technical support to Dealers, Sales, 3rd party vendors, Customer Support, and other Cox Automotive teams, troubleshooting and resolving vehicle inventory issues. This role requires excellent communication, problem-solving, and organizational skills, along with a strong knowledge of Cox Automotive's organization, processes, and technology.
Key Responsibilities
- Daily Communication: Interact with fellow staff members, management, sales, vendors, and Dealers, using strong written and verbal communication skills.
- Troubleshooting/Problem Solving: Resolve issues upon initial contact (i.e., "first call resolution"), whenever possible, demonstrating effective troubleshooting procedures to resolve technical issues with inventory, images, and data load processes.
- Order Fulfillment: Manage dealer contracts through the inventory process, including working with third-party source vendors to perform initial inventory feed set up for dealers.
- Back to Sales Process: Review resolved requests and confirm if the resolution is valid, troubleshooting and following through until a valid resolution is received.
- Multi-tasking: Complete multiple tasks using multiple systems (Homenet, Dataload, Salesforce, etc.) to achieve effective and efficient resolutions.
- Reporting: Distribute necessary reports to dealers, sales, or other internal clients as needed.
- Working Across Teams: Establish and maintain partnerships with ATC service and support organizations, including Dealer Operations, Dealer Support, Product Management, National Accounts, IT, and Sales.
- Product Knowledge: Maintain a strong understanding of Cox Automotive's products and data load processes, as well as an understanding of Dealer Management Systems (ADP, Reynolds, etc.).
- Change Management: Show flexibility to adjust to changing duties and responsibilities as the department/company evolves.
- Decision Making: Take action in solving problems while exhibiting judgment and realistic understanding of issues.
- Project SME: Work as a Subject Matter Expert (SME) on special projects as needed.
Requirements and Qualifications
To be successful in this role, you will need:
- Location: Must reside within the Central or Eastern Time Zone.
- Education: High School Diploma/GED and 3 years of experience in a related field. Alternatively, a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years of experience in a related field.
- Technical Skills: Knowledge of MS Outlook, Word, Excel, PowerPoint, and ability to learn quickly and retain knowledge.
- Interpersonal Skills: Strong orientation to customer service, exceptional interpersonal skills, and excellent verbal and written communications skills.
- Troubleshooting Experience: Demonstrated technical aptitude with troubleshooting experience.
- Flexibility: Ability to adapt in a changing environment, work in a team-based environment as well as independently, and accommodate flexible hours with rotating Saturdays and overtime, as needed.
Preferred Qualifications
We prefer candidates with:
- Technical Experience: Experience with UNIX, SQL, and FTP, as well as database support.
- Industry Knowledge: Knowledge of the automotive industry.
- Work Experience: Experience in a Technical Help Desk and/or Sales Support environment.
- Language Skills: Bi-lingual.
What We Offer
As a Cox Automotive team member, you will enjoy:
- Competitive Compensation: A comprehensive compensation package that includes salary, bonuses, and benefits.
- Career Growth Opportunities: Opportunities for professional growth and development in a dynamic and evolving company.
- Learning Benefits: Access to training and development programs to enhance your skills and knowledge.
- Collaborative Work Environment: A team-oriented work environment that encourages collaboration, innovation, and creativity.
- Flexible Work Arrangements: Flexible work arrangements, including remote work options and flexible hours.
Why Join Cox Automotive?
Cox Automotive is a leading provider of automotive services and technology, with a strong commitment to innovation, customer satisfaction, and teamwork. By joining our team, you will have the opportunity to:
- Make a Difference: Contribute to the success of our customers and the automotive industry.
- Grow Professionally: Develop your skills and knowledge in a dynamic and evolving company.
- Be Part of a Team: Collaborate with a talented and dedicated team of professionals.
How to Apply
If you are a motivated and skilled professional looking for a challenging and rewarding role, please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!